Head of Customer Success

This is a fully remote position, open to applicants in California.

📋 Description

• Direct the Customer Success department, which encompasses the post-sales functions of customer success, support, onboarding, and delivery operations.

• Manage all customer relationships from the time the contract is signed through launch, ongoing usage, and renewal phases.

• Lead the onboarding process to ensure each farm is launched effectively, which includes sample collection, data integration, configuration, and getting customers operational on Autopilot within a month.

• Supervise the ongoing customer support operations.

• Oversee delivery operations covering implementations, systems-of-record integrations, farm configurations, and decision verification processes.

• Be accountable for retention, gross revenue retention, account health, product adoption, and customer results.

• Manage the standard renewal process from start to finish.

• Maintain and accurately project the renewal pipeline.

• Identify renewal risks early and collaborate with the Revenue team on repricing, restructuring, competitive retention, scope adjustments, and other commercial discussions.

• Identify and assess expansion opportunities for Revenue.

• Develop customer lifecycle standards, launch-readiness criteria, regular reviews, renewal preparedness, and escalation procedures.

• Oversee post-sales metrics such as retention rates, forecast accuracy, time to launch, response and resolution SLAs, adoption rates, and account health.

• Manage the operational system that tracks commitments, owners, deadlines, dependencies, and potential risks.

• Ensure sample collection, integrations, farm configurations, and economic assumptions are accurate and up-to-date.

• Establish customer relationship standards and ensure adherence to them.

• Translate customer feedback into actionable insights for the Product and Engineering teams.

• Set standards for response times and escalations, facilitating resolutions across Product, Engineering, and Revenue departments.

• Recruit, mentor, and enhance the skills of the expanding team.

• Visit farms regularly to stay engaged with customer operations and outcomes.

• Leverage LLMs, agents, and automation to enhance team productivity.

⛳️ Requirements

• Proven experience leading post-sales functions at a B2B organization, including customer success, support, implementation, delivery, or a combination thereof.

• Demonstrated ability to manage retention and renewals, focusing on account health, adoption rates, renewal forecasting, and early identification of at-risk customers.

• Experience in establishing a customer-facing operational function from the ground up or revitalizing a dysfunctional one.

• Proven track record of developing systems that allow a post-sales organization to scale efficiently without proportionately increasing staffing levels.

• Experience in merging independently operated teams and rectifying handoff deficiencies.

• Proficient in leading both customer-facing and internal operational teams.

• Ability to gain credibility with operational staff in industries where you began as an outsider, such as logistics, construction, healthcare, field services, manufacturing, agriculture, or related fields.

• Experience in replacing manual processes with software, automation, or improved procedures.

• Familiarity with LLMs and agents as integral parts of your work processes.

• Strong written communication skills.

• Comfortable working with data and economic concepts, including scrutinizing model outputs and articulating significant decisions to customers.

• Capability to function as both a player and a coach.

• Preferred: experience scaling a post-sales organization with a customer count increase of 2–5x or more.

• Preferred: experience providing services to clients in traditional or physical sectors.

• Preferred: experience with technically complex implementations involving integrations, customer data management, configurations, or operational workflows.

• Preferred: experience in developing or acquiring support and customer success tools and automating workflows.

• Preferred: experience with a significant gross revenue retention responsibility.

• Exposure to dairy or broader agricultural sectors is an advantage but not mandatory.

• Applicants must possess authorization to work in the United States.

• Visa sponsorship or transfers are not available.

🏝️ Benefits

• Flexible, remote-friendly work environment for the majority of positions.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Retirement savings support via CalSavers for employees based in California.

• Flexible paid time off policy.

• Paid parental leave, including up to four weeks of paid leave and/or supplemental pay coordination with applicable state benefits.

• Travel opportunities to customer farms and headquarters.